Harbour Air
Compensation
This guide outlines your passenger rights with Harbour Air under the Canadian Air Passenger Protection Regulations (APPR) enforced by the Canadian Transportation Agency (CTA) for flights within Canada, the Montreal Convention, and Harbour Air’s General Conditions of Carriage (available at www.hbair.biz). It covers flight disruptions, baggage issues, tarmac delays, family seating, and musical instruments, ensuring compliance with applicable laws and Harbour Air’s policies.
Introduction to Harbour Air
Harbour Air, a leading seaplane operator based in Vancouver, Canada, provides scheduled and charter services across British Columbia, connecting destinations like Vancouver (YVR), Victoria (YWH), Nanaimo (YCD), and Whistler (YWS). As a Small Carrier under the APPR, Harbour Air complies with APPR, the Montreal Convention, and its General Conditions of Carriage to ensure clear communication, standards of treatment, and compensation for eligible disruptions.
Key Services
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Network: Over 30 routes, primarily seaplane services in British Columbia, with key hubs in Vancouver, Victoria, and Nanaimo.
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Cabin Classes: Single-class service with fare options including Standard, Flex, and promotional fares.
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Loyalty Program: Harbour Air’s Frequent Flyer Program for earning and redeeming points on flights.
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Accessibility: Services for passengers with disabilities and unaccompanied minors (5–11 years), compliant with Part 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATDPR).
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Commitment to APPR: Timely updates and support during disruptions, per APPR and Harbour Air’s policies.
Your Rights During Flight Delays
For Harbour Air flights delayed by 2 hours or more:
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Prompt Communication: Updates every 30 minutes on delay reasons (e.g., mechanical issues, weather) via email, SMS, Harbour Air’s website, or airport announcements, using contact details provided at booking. Accessible communication (e.g., larger font, email notices) is provided for passengers with disabilities. Updates continue until a new departure time or alternate arrangements are confirmed.
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Standards of Treatment: (within Harbour Air’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meals and refreshments in reasonable quantities based on wait time, location, and availability (e.g., snack vouchers).
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Access to communication (e.g., free Wi-Fi, phone calls, or emails, where feasible).
Overnight Delay:
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Hotel or comparable accommodation within reasonable distance from the airport (subject to availability).
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Free transportation to/from accommodation and the airport.
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Alternate Arrangements: (for delays of 3 hours or more):
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Within Harbour Air’s Control or for Safety: Free rebooking on the next available Harbour Air flight within 48 hours to the ticketed destination via a reasonable route, including transport to a nearby terminal if needed.
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Outside Harbour Air’s Control (e.g., weather, air traffic control): Free rebooking within 48 hours on Harbour Air or another carrier if not possible, including transport to a nearby terminal.
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Refunds: If travel no longer serves a purpose, a full refund for unused ticket portions and ancillary services (e.g., baggage fees) within 7 business days to the original payment method, or a return flight to your point of origin if not at your starting point, via Harbour Air’s customer service channels.
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Compensation for Delays
(within Harbour Air’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 125.
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6-9 Hours: CAD 250.
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9+ Hours: CAD 500.
Exclusions: No compensation for delays outside Harbour Air’s control (e.g., weather, strikes), if informed ≥15 days in advance, for non-public fares, or if compensated under another regime (e.g., Montreal Convention). For international flights, the Montreal Convention may provide up to 1,519 Special Drawing Rights (~CAD 2,780) for expenses.
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Your Rights During Flight Cancellations
When Harbour Air cancels a flight:
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Prompt Notification: Updates within 30 minutes of cancellation reasons (e.g., operational decisions, weather) via email, SMS, Harbour Air’s website, or terminal announcements, with accessible communication for passengers with disabilities.
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Standards of Treatment: (within Harbour Air’s control or for safety, notified <12 hours, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meals and refreshments in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Harbour Air’s Control or for Safety: Free rebooking on the next available Harbour Air flight within 48 hours, or on another carrier if not possible, via a reasonable route, including transport to a nearby terminal.
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Outside Harbour Air’s Control: Rebooking within 48 hours on Harbour Air or another carrier, including transport to a nearby terminal.
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Refunds: Full refund for unused ticket portions and ancillary services if travel no longer serves a purpose, or return to your point of origin, issued within 7 business days.
Compensation for Cancellations
(within Harbour Air’s control, not for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 125.
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6-9 Hours Delay: CAD 250.
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9+ Hours Delay: CAD 500.
Exclusions: No compensation for cancellations due to force majeure (e.g., weather, strikes), if notified ≥15 days in advance, or if compensated elsewhere. Claims must be filed within one year.
Your Rights During Missed Connections
If a Harbour Air delay or cancellation causes a missed connection:
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Communication: Updates within 30 minutes via email, SMS, Harbour Air’s website, or terminal staff, with accessible communication.
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Standards of Treatment (within Harbour Air’s control or for safety, notified <12 hours, after 2 hours past scheduled departure):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Free rebooking on the next available Harbour Air flight within 48 hours (within control) or any carrier (outside control) to your destination, including transport to a nearby terminal. Rebooking is under comparable conditions, with refunds for lower-class seating or no payment for higher-class seating.
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Refund for unused ticket portions and ancillary services if travel no longer serves a purpose, or return to your point of origin.
Compensation for Missed Connections
(within Harbour Air’s control, not for safety):
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3-6 Hours Delay: CAD 125.
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6-9 Hours Delay: CAD 250.
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9+ Hours Delay: CAD 500.
Exclusions: Compensation applies only if Harbour Air is responsible. No compensation for weather, security issues, or if compensated elsewhere.
Additional Notes: For codeshare flights, the operating carrier handles compensation and rebooking.
Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking or operational constraints on a Harbour Air-operated flight:
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Immediate Communication: Explanation of reasons (e.g., overbooking, aircraft change) and a written statement of rights via gate agents or notices within 30 minutes, with accessible communication.
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Volunteer Process: Harbour Air seeks volunteers to relinquish seats for compensation (e.g., CAD 125 or equivalent Frequent Flyer points), confirmed in writing. Volunteers are not entitled to APPR compensation.
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Standards of Treatment (within Harbour Air’s control or for safety, before boarding alternate flight):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Harbour Air’s Control or for Safety: Free rebooking on the next available Harbour Air flight within 48 hours, or on any carrier if not possible, including transport to a nearby terminal.
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Outside Harbour Air’s Control: Rebooking within 48 hours on Harbour Air or another carrier.
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Refunds: Full refund for unused ticket portions if travel no longer serves a purpose, or return to your point of origin, issued within 7 business days.
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Boarding Priorities: Priority is given to: unaccompanied minors, passengers with disabilities and their support persons/service animals, families, and passengers previously denied boarding on the same ticket. Boarded passengers are not removed except for safety reasons.
Compensation for Denied Boarding (within Harbour Air’s control, not for safety):
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3-6 Hours Delay: CAD 900.
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6-9 Hours Delay: CAD 1,800.
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9+ Hours Delay: CAD 2,400.
Exclusions: No compensation for safety, security, health, lack of travel documents, non-compliance with check-in rules, or if compensated under another regime. Claims must be filed within one year.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Report issues at the airport/seaplane terminal Baggage Service Desk within 7 days for damaged baggage or 21 days for delayed/lost baggage to file a claim. Check status or file claims via Harbour Air’s customer service channels.
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Compensation:
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International Flights (Montreal Convention): Up to 1,519 Special Drawing Rights (~CAD 2,780) per passenger for loss, damage, or delay.
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Delayed Baggage: Refund of baggage fees; additional compensation for reasonable expenses (e.g., toiletries, clothing) based on delay duration.
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Lost or Damaged Baggage: Up to CAD 2,780, including refund of baggage fees.
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Wheelchairs/Mobility Aids: Full replacement value if lost/damaged, without liability limits.
Process:
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Submit claims with the claim form, boarding pass, baggage tag, receipts, and bank details within 30 days.
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Court action for lost/damaged baggage must be filed within 2 years.
Exclusions: No liability for fragile items, electronics, or jewelry not in hard-sided cases, per General Conditions. No liability for normal wear and tear or improper packaging.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports after doors close for takeoff or after landing:
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Communication: Updates every 30 minutes via onboard announcements, email, or SMS, with accessible communication (e.g., larger font, email notices) for passengers with disabilities.
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Care After 90 Minutes:
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Food and drink in reasonable quantities based on delay length and time of day.
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Access to working lavatories (if equipped).
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Proper ventilation, heating, or cooling.
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Communication with people outside the aircraft (where feasible).
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Medical assistance if needed.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes and standards of treatment are maintained. Priority disembarkation for passengers with disabilities and their support persons/service animals.
Exclusions: Disembarkation may not be possible due to safety, security, air traffic control, or customs issues.
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Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When Harbour Air causes flight delays, cancellations, or delayed baggage within their control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals, toiletries, clothing) due to delays over 2 hours (notified <12 hours), cancellations (notified <14 days), or delayed baggage.
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Submission Process: Submit itemized receipts with expense details, passenger names, flight details, and bank details via Harbour Air’s customer service channels.
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Standards of Treatment: Reimbursement for reasonable expenses (e.g., meals for 2+ hour delays, hotel/transport for overnight delays) if not provided by Harbour Air.
Reimbursement Limits
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Delayed Baggage: Reasonable expenses based on delay duration, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable.
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